Centerlines - March 2009 - (Page 35) PASSENGER FOCUS Abreu never forgot this exemplary measure, and as the director of the Miami-Dade Aviation Department desired to enhance the customer service level at Miami International Airport, he went straight to the top. “I went to the best,” Abreu said. “I made a phone call and got Disney engaged.” The Lake Buena Vista, Fla.-based Disney Institute was contracted in June 2007 to share its renowned expertise in business practices for application in the airport’s real-world setting. Bruce Jones, Programming Director, Disney Institute, served as Miami’s facilitator in a program conducted on at the airport. was not only willing, they knew they wanted to raise the bar and sought us out as a potential solution.” Throughout the course of the training, Jones and his fellow cast members shared compelling stories derived from Disney’s worldwide properties as examples of best practices. “With a willing learner like Miami International Airport, they are able to see through the differences and focus on the similarities and how we bring our vision and strategy to life,” Jones said. “They were able to see how they might bring their own vision and strategy to life because they see real time examples of it happening in a business that is doing this millions of times each year.” As a business, Jones said he encouraged Miami to think about how Disney prioritizes and make decisions to ensure everybody in the organization knows and understands the same basics so they can, in turn, make decisions on a moment-by-moment basis that are aligned with better guest service experiences. Costume Change Jones said the Disney Institute stops short of making direct recommendations to its partner companies, but believes that many of Disney’s best practices have been embraced by the airport. Among those is costuming, or uniforms. “We believe there is absolute value in providing a costume that helps us tell the story and we have talked about the story MIA is trying to tell its guests about quality and guest service,” Jones said. “MIA absolutely embraced the idea of uniforms having seen and heard about it from us and experienced the value of it in our organization.” MIA Terminal Operations and Customer Service Division Director Dickie Davis said the airport has encompassed bright and lively uniforms designed by Miami-based Romero Britto in a 15-point program called Concierge MIA. “What we first and foremost value at Disney Institute is a willing learner. Miami was not only willing, they knew they wanted to raise the bar and sought us out as a potential solution,” said Bruce Jones, Programming Director at Disney Institute which consulted with Miami International Airport on customer service. “Miami was smart enough to see the writing on the wall that they had some challenges,” Jones said. “What we first and foremost value at Disney Institute is a willing learner. Miami Culture Change Miami approached the Disney Institute willing to change. The Disney Institute encouraged the airport to continue to change the culture of the organization to be about innovation, guest service and quality. “Miami saw that at Disney and they wanted to understand the tools we use to make great service part of our culture,” Jones said, noting a focus on the principles used to ensure impeccable guest service under the Disney umbrella. “We talked to them about quality standards – safety, courtesy, show and efficiency – as prioritized decision-making tools aligned with what the guests expect from Disney as a brand.” WHAT is DOING? ACI-NA • Honors customer service programs as part of the annual Excellence in Airport Marketing & Communications Contest. • The Customer Service and Aviation Education Working Group of the Marketing and Communications Committee has an on-line discussion forum to solicit ideas and share best practices. • Hosts a two-day Customer Service seminar every other year to exchange best practice ideas and discuss new trends. The 2009 seminar will be held in Detroit on April 22-24. MIA Terminal Operations and Customer Service Division Director Dickie Davis said the airport has encompassed bright and lively uniforms designed by Miami-based Romero Britto. www.aci-na.org | CENTERLINES 35 http://www.aci-na.org
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